Customer Service Director

Job Summary

A company is looking for a Director of Customer Service.

Key Responsibilities

• Deliver a world-class customer experience and lead the evolution of the support infrastructure
• Implement automation and optimize help center content to enhance operational efficiency
• Lead and develop a high-performing support team, ensuring alignment with customer-centric goals

Required Qualifications

• 3-5+ years of CX leadership experience in a DTC, eCommerce, or CPG business
• Proven success in implementing automation tools and launching new support channels
• Hands-on experience with Gorgias, Shopify, and ticket classification/reporting systems
• Strong background in team management, hiring, training, and QA in a remote environment
• Comfortable reporting metrics and making CX performance visible to the executive team